11-13-2019 11:51 AM
I purchased a laptop during a sale. While setting it up there were couple bugs on the keyboard, so I checked sides and I found more coming out from the back side. Immediately, I put it in a box and took it to the same store I purchased it from. The person at returns called manager/supervisor person named Keith. I opened the box and showed him. He went like "I do not sell laptops with bug here" and much more rude words. I called customer service. While I was explaining the situation to the customer rep on phone, Keith dropped my laptop/box on the floor and during that, after few minutes, a person named Joel was moving that box to the door by his feet!
I took it out of the store and spent 1 hour with the customer rep on phone. He said they cannot compensate because it was a store purchase and I paid in cash. Go to the different store and talk with manager.
I went to the different store and the manager replaced the product and told me to call back the customer service line. I called them again! They told me to go to the store again...
What kind of customer service Best Buy provides?
11-13-2019 12:09 PM
Im not entirely sure how any bugs would have gotten in a factory sealed device from the manufacturing company, but there are returns that we cannot accept due to the condition they arrive back in. To be honest, I'm not sure what you're going to be able to do about this except to continue to work with the store where this was originally purchased from. Knowing that this hasn't gotten anywhere, we can only ask for your patience until an official moderator gets a chance to speak with the store leaders to figure out if there are options available to better assist you with this product.
11-13-2019 12:32 PM
gotcha, thanks for taking the time to register with the Best Buy forums to bring this to their attention. A Moderator should be able to pass your feedback to the store leaders for visibility. Please know that no internal actions will ever be disclosed to the public, but have peace of mind knowing that a moderator could send your feedback to the leadership team when one reaches out to you for more information. Keep working with whichever moderator takes your post in the next few business days
11-14-2019 04:11 PM
Thank you for taking the time to join our community forums and writing to us about your experience with this purchase. I'm not a fan of bugs in general so I can imagine your surprise to discover them coming out of your brand new computer. I'd like to take a closer look in to this as well as your interaction with this store manager. Can you please provide some more details about what happened? Which store location did you visit and when? Can you please also send me a private message with your:
You can send me a private message by clicking the button at the bottom of my post across from my name. I look forward to hearing back from you.
11-30-2019 06:16 PM